Software for coordinated customer service

Co-ordinated customer service

There’s few things more frustrating for a customer than to receive
poor customer service. Having access to the most up-to-date information about
all of your customers, available to staff at every point of contact, enables
you to deliver a professional service leading to happy customers and repeat
business. MODUS astute collects together all customer information relating to
sales, marketing or manufacturing, allowing you to discuss any aspect of their
business with you, with full knowledge of what’s in progress and what’s been
agreed.

Schedule
and record service calls

Service staff can contact customer and book-in service visits using
Call Schedule, which displays available and pre-booked service visit slots. The
system provides prompts to set up service visits based on the customer’s
details.

Assign
service visits and manage engineer schedules

Service visits can be scheduled to specific engineers, created
appointment calendars and reminders. This can all be tracked back to whoever
made the service booking. At the same
time, any required parts are assigned to the job, checked against stock and
despatched to service engineers to ensure they have the right parts for the job
and that van stock levels for regularly used items are maintained.

Use
service and parts history to help engineers improve first time fix rates

The intelligence gained from previous service history and parts usage
is used to support stock management, and make sure that the right parts are
always in the right place. By being aware of regularly used items, or by
identifying regularly occuring faults and their associated replacement parts,
you can ensure that van stocks are always replenished. The combination of
accurate appointment scheduling and efficient parts distribution helps you
achieve improvements in first time fix rates.

Manage
warranties, parts and customer equipment

Full details of all customer equipment, along with associated
warranties and replacement parts are recorded. This enables service staff to
contact customers with full knowledge of their warranty cover and their
specific equipment, and enables engineers to carry the correct parts for
service calls. All parts can be managed by serial number and easily booked in
and out of stock.

Improve
service through reporting and analysis

Service reporting and analysis provides powerful information about
your service team’s performance, or about which customers are being
over-serviced. First time fix rates can be analysed by customer or by engineer.
Response times can be measured, and variations against contracted response
times identified. You can also analyse fault finding and use this information
to feed back to the quality control process.

Improve service efficiency from scheduling
through to first time fix engineer calls. MODUS astute supports the process
from start to finish - linking together scheduling, engineers, parts, equipment
and warranties.

To see for yourself how powerful this Service Management module could be for your business, call us or complete the contact form to book a 1-hour demo.